Eficácia da formação

: contextualizar para transferir : análise do caso de uma intervenção formativa no sector hoteleiro

Abstract

The purpose of this dissertation is the analysis of a case study regarding on theevaluation of transfer factors taking into account a training program about complaintsmanagement. This analysis was implemented in a five stars hotel.Performed as an approach of a qualitative nature, the case has been studied throughparticipant observation in the field and also through interviews with actors involved inthe training intervention, both done by the researcher.The results are globally lined with the literature. Particularly in which regards the natureimminently individual of training interventions, the simplicity of the evaluationpractices used, the transfer factors identified as well the low involvement of thestakeholders.In the conclusions we present some suggestions to deal with gaps indentified.Emphasizing the proposal to elect, as an object of analysis of the training program, theindividuals placed in their work situations and coordinate the training with theresolution of problems rather than the dominant practice that consists to provideknowledge to the participants.

Date of Award	2012
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Camilo Valverde (Supervisor)